Ofsted digital services: 2 year call-off contract for discovery and alpha services

Tender description

Why the Work is Being Done Ofsted seeks a strategic partner to help improve and iterate our gov.uk digital services for citizens, improve the user experience of other external/internal services, and reduce costs through good service design. Projects in our pipeline include a service for parent feedback on schools, and changes to our public contact channels. We expect other projects for external and internal customers to form more work packages over the contract life. So we can deliver efficiently and quickly, we want to partner with a strategic supplier to support us for discovery and alpha phase projects and help grow our in-house skills. Problem to Be Solved We have a number of programmes and need support on different issues. We need to understand opportunities, identify user needs, and identify where we can address needs by improving services. Examples: on parent reviews, our current service is built on old technology at the end of its life; most parents like to see feedback about schools, but few are motivated to post a review outside of inspection. Our first work package under this call-off contract outlines the problem to be solved in relation to parent reviews. Details can be found here: https://bit.ly/2KI98Vp Who Are the Users As a parent worried about the quality of education in my child's school, I need to quickly report my concerns to the relevant organisation, so that they can do something about it. As an inspector of schools, I need to know what parents think about a school, so that I can include these in my inspection and report. As a parent choosing a school, I need to know what parents like me think about it, so I can make the right choice for my child. Early Market Engagement Work Already Done Ofsted has previously carried out some discovery work on parent reviews and on complaints. This material can be made available to the shortlisted suppliers. Existing Team Ofsted digital service managers, Ofsted user researcher, Ofsted content designer, and other in-house staff. This supplier will be expected to work from time to time with other Ofsted suppliers e.g. those who support reports.ofsted.gov.uk and Ofsted internal IT systems but most discovery-alpha work will be carried out by this supplier alone. Current Phase Not started Work Location Ofsted offices at Clive House, Petty France, London, and Piccadilly Gate, Manchester. Working Arrangments It is essential that the supplier is prepared to work on site with Ofsted's project team during key active project phases. Work Package 1 will require working at Ofsted London Office. Subsequent work packages will be delivered from either London or our Manchester offices. Travel to field research / interviews will be paid by the supplier. Supplier day rates should be inclusive of travel and subsistence costs for travel to other Ofsted offices i.e. outside of the base location the work is being carried out at. Security Clearance Baseline Personnel Security Standard. Additional T&Cs Suppliers should note that this is a two year call-off contract during which time work packages will be released to the successful supplier. There is no guaranteed volume of work or minimum contract value during the operating period of the call-off contract. Skills & Experience Full understanding and demonstrable experience of a wide range of research and design methodologies for designing high-volume digital services which have a diverse mix of users. Strong experience of delivering discovery-alpha work to government service standards and through GDS assessment; demonstrable experience of using the outputs of discovery-alpha to set scope of the next stages. E3 Ability to scale the team to lead on further discoveries or alphas alongside existing discovery and alpha projects (with appropriate notice/agreement of work package. Proven ability to build in-house skills and help the core DDAT team achieve buy-in to user-centred and agile approaches, through joint delivery, coaching and working with senior stakeholders . Strong demonstrable experience of rapid iterative prototyping based on ongoing user research Nice to Haves Understanding of the education, childcare and social care landscape in England. Experience of delivering creative, innovative projects which take account of the latest developments to government service standards and/or emerging changes in user behaviour. No. of Suppliers to Evaluate 7 Proposal Criteria To be confirmed at stage 2 following initial shortlisting exercise at Stage 1. Cultural Fit Criteria To be confirmed at stage 2 following initial shortlisting exercise at Stage 1. Payment Approach Time and materials Assessment Method Written proposal Case study Presentation Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers Budget range £0 to £1.3 mil, inclusive of vat the budget range for this call-off contract is between £0 and £1.3m (inc vat). for the purpose of evaluation if invited to tender at stage 2 suppliers wll be expected to cost against the work required for work package 1. separate day rates for each role should also be supplied. subsequent statements of work will be agreed on fixed price, capped price, or t&m basis with agreed phases and deliverables